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Mobile call drops out in home

KathJ1
Investigator
Investigator

‎13-10-2022 02:26 PM

I have moved to the Exeter area and use an iPhone 11. I am finding my calls are failing in home on a regular occurrence. Is this an area issue or something else?

0 Helpful
15 REPLIES 15
James_B
EE Community Manager
EE Community Manager

‎13-10-2022 04:16 PM

Hi @KathJ1,

Welcome to the EE Community. 🙂

Do you have WiFi at home? If you do, is WiFi Calling turned on in your phone's settings?

James

KathJ1
Investigator
Investigator
In response to James_B

‎13-10-2022 04:25 PM

Hi James - yes wifi calling is turned on at the moment as advised by EE for some works they are doing in the area. But the calls dropping out has been going on for a few months so assume unrelated to the current EE works.

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James_B
EE Community Manager
EE Community Manager
In response to KathJ1

‎13-10-2022 04:40 PM

Hi @KathJ1,

When your calls drop, is your WiFi still showing as connected?

James

KathJ1
Investigator
Investigator
In response to James_B

‎13-10-2022 04:48 PM

Yes wifi is fine as my Sky Glass will drop out if there is a problem with that.

0 Helpful
James_B
EE Community Manager
EE Community Manager
In response to KathJ1

‎13-10-2022 04:55 PM

Hi @KathJ1,

Even if other devices remain connected, your phone could be dropping its WiFi connection, causing the call to drop. Please could you check the WiFi indicator in your phone's status bar next time you experience a dropped call and let me know if it remains connected?

Does your phone display 'WiFi' next to the EE symbol in your status bar when you make a call at home?

Thanks

James

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KathJ1
Investigator
Investigator
In response to James_B

‎13-10-2022 05:11 PM

No it is not showing on my phone as far as I can see. Does it matter that my cellular network is EE but my Internet is Sky?

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James_B
EE Community Manager
EE Community Manager
In response to KathJ1

‎13-10-2022 05:13 PM

Hi @KathJ1,

No, you can use WiFi Calling with any service provider.

It sounds like your WiFi Calling isn't connecting. Do you have a strong mobile signal at home?

James

0 Helpful
KathJ1
Investigator
Investigator
In response to James_B

‎13-10-2022 05:16 PM

My mobile signal never looks that strong. I wonder if I just have poor EE coverage where I now live? The EE coverage checker doesn’t seem to allow me to check my iPhone version? And I wonder if the upcoming works in the area is to provide better coverage?

0 Helpful
bristolian
EE Community Star
EE Community Star

‎13-10-2022 05:40 PM

WiFi-calling should intentionally kick in when mobile coverage is poor or insufficient, a good test is what indicators are on your phone's screen when you get dropped calls. Specifically whether you're using WiFi-calling, 4G-calling or something else.

4G-calling & WiFi-calling should allow handovers between each other. What was EE coverage like when you viewed your new home? Do any of your neighbours or other EE users locally have similar issues?

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